Whether you’re a business owner or a customer, it’s clear that outstanding customer service creates memorable experiences—and customer loyalty. But exceptional customer experiences aren’t something that just happens. In organizations of any size, customer experience management (CEM) is a key factor in its success. With the help of a CEM strategic plan and omnichannel support services from Line One Contact Centres, your business can achieve a unified support model and consistent customer experiences.
What is Customer Experience Management?
Customer experience management, also known as CEM or CXM, is the set of business processes and strategies a company uses to manage each interaction with their customers. In an omnichannel support model, CEM can include customer inquiry support, technical services, and automated call resolution for frequently asked questions. This comprehensive support model provides customers with a consistent experience each time they interact with your business—from their first inquiry about your products to post-sale warranty support. The primary objective of CEM is to attract new customers, retain existing ones, and ensure long-term customer loyalty.
Benefits of a Customer Experience Management Strategy
Businesses spend a large amount of money marketing to prospective customers, acquiring and onboarding them, and retaining them long-term. A robust CEM strategy is an investment in your business that will positively and consistently impact how customers view your brand. You could have the most innovative and helpful product or service on the market—but if you deliver a poor customer experience, it can damage the reputation of your business and its bottom line. CEM strategies focus on the customers’ needs, their feedback, and overall sentiment. This data can then be used to make improvements to customer service methods and overall operational plans.
Here are a few key benefits of CEM strategic plans:
1. Understand the Customer’s Needs
CEM considers more than just whether a customer enjoys using your products and services. A comprehensive CEM strategic plan also takes into account their behaviours, feelings, and opinions—looking into the motivations behind their purchase, why they chose your brand, and how they feel about the overall transaction.
2. Track the Customer’s Journey
Omnichannel support from Line One Contact Centres allows you to discover and understand the customer from their very first interaction with your business. From engaging with an AI customer support chatbot to tracking the shipment of their purchase, each touchpoint the customer has with your business is an opportunity. A CEM strategic plan enables you to learn and grow from every interaction—while providing customers with an outstanding experience.
3. Strengthen Customer Relationships
The most effective way to foster customer relationships and solidify brand loyalty is to provide consistent and convenient customer support. Most customers are looking for an experience beyond what they purchased—a “value-add” that distinguishes your business from your competitors. A CEM strategic plan allows you to provide customers with a unique and valuable experience during each phase of their journey.
4. Gain Insight Into Customer Sentiment
Gathering and using customer sentiment data is one of the primary benefits of CEM strategic plans. Whether it’s positive or negative, customer feedback is an essential part of your business’ knowledge-building and growth. Positive feedback allows your business to recognize what it’s doing well and focus resources to perfect and maintain those offerings. Negative sentiment is a great way for businesses to identify areas for improvement and measure the impact of adjustments and optimizations made in the future.
Are you ready to embrace your CEM strategic plan?
Strategic planning in customer experience management is an essential part of providing an optimal customer service interaction. How customers view your brand and communicate those sentiments with others is an opportunity to learn and grow your business in a way that customers value most. To learn more about Line One Contact Centre’s CEM strategic planning and omnichannel support services, contact us today!